Food and app delivery drivers have been frequent targets of disrespect and even physical aggression. Since the beginning of this week, at least three motoboys have gone viral on social networks by exposing the scenes of neglect experienced by refusing to go up to customers’ apartments to deliver the order.
Dorivaldo, 58 years old, is one of those victims.. He told the staff of General balance who was assaulted by residents of a condominium in the Mooca neighborhood, in the east zone of São Paulo (SP), after refusing to go up to the apartment of the person who placed the order.
Two other cases similar to Dorivaldo’s occurred in Rio de Janeiro. One in Campo Grande and another in Jacarepaguáboth in the western part of the state.
However, this type of demand made by customers contradicts the suggestions given by the companies responsible for deliveries.
Is the delivery person obliged to go up to the client’s apartment?
The report got in touch with Rappi and iFood, two of the most well-known companies in the sector, to understand whether couriers are required to go up to customers’ apartments when questioned.
Rappi informed that it always instructs its employees to wait for consumers at the entrance to make the delivery and said that it provides the tracking map so that there is no inconvenience. “The indication, in the application’s Terms and Conditions, is that it waits at the entrance of the houses and buildings. The option to go up, even, does not exist in the app.”
“All orders placed on our platform show the delivery route in real time, in addition to sending alerts to the user notifying them when their order is arriving. It is important that consumers are attentive and come down as soon as possible to pick up their order. guarantees more quality in delivery, in addition to releasing the independent delivery person to carry out the next delivery”, he reinforced.
iFood stated that it contacted one of the couriers mentioned at the beginning of the report and that it is “providing all necessary assistance”.
In addition, the company explained that it also advises motoboys to wait for customers at the entrance. However, he said that there may be exceptions.
“We know that there may be cases in which the customer has some mobility restriction, in this case, our guidance is that he talks through the application with the delivery person to explain his conditions and agree that the delivery is made at his door.”